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Associate Director Customer Service Solutions
Mondelez
Wilkes Barre, PA, United States
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Description
With our portfolio of global Power Brands such as Oreo and belVita biscuits, Cadbury Dairy Milk and Milka chocolate and Trident gum, we’re the world’s #1 in biscuits and candy, and #2 in chocolate and gum. We’re Mondelēz International, a snacking powerhouse with operations in more than 80 countries, with approximately 90,000 employees globally and our brands are marketed in around 165 countries.
Our purpose and vision is to create more MOMENTS OF JOY by building the BEST SNACKING COMPANY IN THE WORLD.
Customer Service & Logistics (CS&L) is where you’ll integrate our end-to-end demand-driven supply chain. Working “from farm to shelf,” you’ll connect plants with customers to deliver best-in-class service in the most efficient way. Your goal will be to have the right products, at the right time, and with the right quantity and quality on the shelf.
Purpose of Role
Direct the Wilkes Barre Customer Service Solutions organization in support of Wilkes Barre Customer Service Solutions and its’ internal and external customers in the areas of Business and Systems Process Management, Portfolio Systems Project Management, Continuous Improvement leveraging Lean principles, New Hire Training & Recruitment, Electronic Commerce & B2B, Pricing Policy & Communications and Creative Design.
Main Responsibilities
1. Administration of business and systems process management for North American Plan to Cash
2. Responsible for Project management, Continuous improvement, and training as the primary support of the Wilkes Barre Customer Service Solutions organization
3. Management of the Pricing Policy & Communications organization in support of the North American Snacks BU
4. Responsible for the oversight of the Electronic Commerce liaison for North America with retail customers on EDI transaction sets including orders, advanced ship notifications, invoicing, payment, and remittance information.
5. Oversight of B2B & GS1 systems
6. Responsible for Engagement Team including new hire training and recruitment.
7. Responsible for ensuring productivity and continued support for the field and MDLZ from the Creative Design Team.
8. Management of SBS, NA Trade & Sales Reporting
KPIs / Dimensions
1. People Unleashement / Engagement
2. Transformation & Innovation
3. Continous Improvement
4. Governance & Policy
Targets / Dimensions
1. BIC Onboarding and Recruitment Team
2. Automation and lean process solutions to reduce number of touches for Plan to Cash (PTC)
3. Identify & monitor CI Projects
4. Governance of materials and best practices for NA
Key Interfaces / Stakeholders
External
Customers, Supply Chain and other Industry Associations/Groups, College & University personnel and students.
Internal
Manufacturing, Finance, IS, Customer Service Operations, Logistics, Supply Planning, Sales & Marketing.
Qualifications
Career Experiences Required & Role Implications
Understanding of all functions with W-B CEO, Operations and Customer Facing lead experience & partner with Sales
Strong understanding of E2E ISC functions
Proven ability to lead & influence large teams - directly & indirectly
Ability to Travel in US & Canada- 30%
Key Leadership / Functional Competencies
Leadership Competency
1. Innovation management
2. Integrity and trust
3. Customer focus
4. Innovation management
5. Drive for results
6. Managing vision and purpose
Functional Competency
1. Detailed knowledge of enterprise systems applications
2. Customer supply chain DSD/WH functional knowledge
3. System development life cycle methodologies
4. Project Management administration
Mondelēz Global LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, gender, national origin, disability, protected Veteran status, uniform service, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact 847-943-5460 for assistance.
Applicants must complete all required steps in the application process, including providing a Resume/CV, in order to be considered for this position.